Clinical user experience analyst (BA2)

Accountabilities Lead and support healthcare service improvement and transformation initiatives from planning through completion, coordinating activities, stakeholders, and deliverables.

Develop and maintain project charters, work plans, schedules, RAID logs, status reports, and other project documentation.

Assess and redesign IT and clinical service desk processes, including intake, triage, escalation, resolution workflows, and service-level management.

Engage directly with clinicians and end users to understand workflows, usability challenges, service requirements, and opportunities for improvement.

Facilitate workshops and collaborative sessions to define business requirements, user stories, personas, use cases, and future-state experiences.

Conduct current-state and future-state process analysis to identify inefficiencies, pain points, risks, and opportunities for optimization.

Apply ITIL-aligned practices across Incident, Request, Problem, and Knowledge Management processes.

Analyze ticket trends, surveys, usability feedback, and other research inputs to identify recurring issues and recommend improvements.

Collaborate with project teams, subject matter experts, clinical stakeholders, operational teams, and technical partners to translate requirements into effective solutions.

Support testing, validation, knowledge base development, user adoption, and service transition activities.

Help ensure that redesigned workflows and digital solutions are practical, user-centered, and aligned with clinical and operational needs.

Requirements

Bachelor’s degree in Business, Healthcare, Information Technology, or a related field.

At least 3 years of project management experience, including developing project charters, schedules, RAID logs, status reports, and related documentation.

At least 3 years of experience in IT or clinical Service Desk optimization, including intake, triage, escalation, SLAs, and IT service management tools.

ITIL Foundation certification at v3/v4 level or equivalent hands-on experience applying ITIL principles.

Demonstrated experience working directly with clinicians or end users to gather workflow, usability, and service requirements.

Strong business analysis, process mapping, problem-solving, and user-centered design capabilities.

Excellent communication and facilitation skills, with the ability to engage technical, clinical, and operational stakeholders effectively.

Strong stakeholder management skills and the ability to coordinate multiple priorities in a transformation environment.

Ability to analyze qualitative and quantitative feedback and translate findings into actionable recommendations.

Strong organizational skills and attention to detail, with the ability to manage projects and deliverables through completion.

Preferred experience implementing or supporting Clinical Information Systems such as Epic, Cerner, or Meditech.

PMP, CAPM, PRINCE2, or advanced ITIL certification is an advantage.

French and English communication skills are preferred.

Benefits

Contract opportunity supporting healthcare and clinical transformation initiatives.

Remote working arrangement.

Opportunity to work on projects that improve clinical workflows, service delivery, and digital user experiences.

Exposure to healthcare operations, IT service management, clinical systems, and user-centered transformation.

Collaborative environment involving clinicians, end users, technical teams, subject matter experts, and operational stakeholders.

Opportunity to apply business analysis and project management expertise to meaningful healthcare challenges.

Compensation and contract terms to be provided as part of the recruitment process.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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